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J.D. Power Senior Living Community Certification to Help Consumers Identify Best-In-Class Customer Experience

J.D. Power Senior Living Community Certification to Help Consumers Identify Best-In-Class Customer Experience

Five Star Senior Living Becomes First Company to Begin Certification Process

PR Newswire

COSTA MESA, Calif., July 24, 2018

COSTA MESA, Calif., July 24, 2018 /PRNewswire/ -- Building on the trust consumers and brands have put in J.D. Power studies for decades, the marketing data and analytics company today announced it is launching the J.D. Power Senior Living Community Certification ProgramSM this month to recognize communities that provide an exceptional customer service experience.

"As our population ages, consumers will have more choices and senior providers will face more competition," said Greg Truex, Senior Director of the Healthcare practice at J.D. Power. "Certification from J.D. Power will give consumers peace of mind that a community has their best interests in mind and enables those communities to separate themselves from their competitors."

The certification program will reflect the commitment and dedication of senior living communities to provide their customers with a residential experience that meets or exceeds today's customer expectations. To that end, demonstrating their commitment to exceeding resident expectations, Five Star Senior Livingis the first organization to pursue certification from J.D. Power.

As the first qualification criterion, communities must rank among the top 20% in overall customer satisfaction as defined by the 2018 J.D. Power Senior Living Satisfaction Study.SM J.D. Power will capture residents or decision-makers' voice and quantify community performance across 17 performance metrics and 14 key performance indicators.

In addition, qualifying brands must pass a rigorous, on-site evaluation of 140 operational best practices developed by J.D. Power and senior living industry expert Andrew Carle, President of Carle Consulting and Adjunct Professor and Founding Director of the Program in Senior Housing Administration at George Mason University.

"The U.S. senior living industry has grown rapidly in the past 30 years, today serving more than 1 million residents in more than 40,000 independent, assisted living, and memory care communities nationwide," Carle said. "This certification recognizes that growth and the contributions such communities have made in improving quality of life for both older adults and family caregivers. It also recognizes the need to provide those same consumers with valuable information to make an informed decision when choosing a community."

The best practices include, but are not limited to: community mission, culture and structure; licensing and safety; community staff; resident relations; resident services; and sales, marketing, and move-in coordination. Once certified, the organization will receive a certification icon for their community and have the option to promote its achievement for 12 months through online marketing collateral and in-community displays.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.